Cancellation by Customer

If a customer canceled the order before the products are shipped, don’t hand over the order to your shipping provider. The product automatically returns to stock.

If the order was delivered to the pick-up point and the customer didn’t pick it up, contact your delivery service to return the product to the warehouse.

Customer cancellation doesn’t affect your rating and can’t be the reason for blocking you.

You can view the cancellation reason in the Logistics → Orders from my warehouses → Canceled section.

Non-purchase

We consider non-purchase if a customer opened the package, checked the products at the pick-up point, but refused the entire order or its part.

In your account, you can view information about non-purchase in the Logistics → RealFBS and FBP returns section. The “Return reason” column indicates “The customer rejected upon hand-delivery”.

The types of non-purchase:

• Complete non-purchase: a customer refused the entire order. We cancel the entire order, you don’t pay for the delivery.
• Partial non-purchase: a customer refused some products. We charge the sales fee for the handed product, you pay for the delivery of the entire order.

Process cancellation or non-purchase